Century Collision Center

Honda Civic Claim# [redacted] Vin# [redacted] Owner: [redacted] To whom it may concern: Rather then going into a lengthy explanation as to the events I have cut and pasted the notes for this particular file which is self explanatory Also, the customer has a particular policy which limits options to where they can take their vehicle for repair similar to that of an HMO Vs PPOThey can take their vehicle to any non-provider shop they just have to pay the differenceThey choose this repair facility which provides them a lifetime warranty and guaranteed repairs they were unhappy with the repair time but as you can see we were ahead of schedule on the repair time and any delays were not on our part!! The customer was not happy with the fact they had a dollar deductible and we did not discount any part of it because there was no delay on our partLike I stated we provide a lifetime warranty for ALL of our repairs if there is any issue we will gladly stand behind the repairFurthermore, the customer signs a copy of the final bill upon picking up the vehicle (that is standard with all customers) and it shows ALL work done 07/21/- File opened customer dropping off vehicle ( [redacted] 01:PM) 07/22/- Customer dropped off vehicle for repair ( [redacted] 12:PM) 07/22/- Called adjuster to confirm coverage L/M ( [redacted] 01:PM) 07/23/- Called adjuster to confirm coverage, spoke with call center cov'g confirm'd (*** 10:AM) 07/23/- Gave file to [redacted] to handle ( [redacted] 11:AM) 07/23/- Assigned to tech and requested teardown ( [redacted] 1:PM) 07/25/- Vehicle torn down additional damage found notified customer additional labor supp written and given to Erica Argueta to call into Infinity Insto request supplement (*** 04:PM) 07/25/- Infinity supp reqline closed at 4:00pm will call in on Montried but no answer (*** 04:PM) 07/28/- Call'd in supp reqinto hotline they will assign to [redacted] handed file back to [redacted] ( [redacted] 09:PM) 07/29/- Suppcompleted by infinity Insupdated in system (*** 09:AM) 07/29/- Spoke to customer explained to them the vehicle needed to be re-inspected by the insurance company and therefore repairs could not be started until inspection was completed we did a teardown only but we now have approval to move forward with repairs customer upset I directed the owner to call Infinity with any grievences as this is their repair guidelines that we follow (*** 10:AM) 07/31/- Spoke with owner stated why isnt their car done yet I explained to them we just recieved approval on the 29th and according to the labor hours and per Infinity Insurance guidelines this repair should take business days to complete which will put us at an estimated completeion date of 8/6/however we understand their sense of urgency for the vehicle so we are trying to have completed ahead of schedule and should make it by 8/1/ (*** 03:PM) 08/01/- Info'd customer vehicle will be ready for pick up today and for them to make arrangments w/front office ( [redacted] 10:AM)

2012 Honda Civic
Claim# [redacted]
Vin# [redacted]
Owner: [redacted]
 
To whom it may concern:
 
Rather then going into a lengthy explanation as to the events I have cut and pasted the notes for this particular file which is self explanatory.
 
Also, the...

customer has a particular policy which limits options to where they can take their vehicle for repair similar to that of an HMO Vs PPO. They can take their vehicle to any non-provider shop they just have to pay the difference. They choose this repair facility which provides them a lifetime warranty and guaranteed repairs they were unhappy with the repair time but as you can see we were ahead of schedule on the repair time and any delays were not on our part!! The customer was not happy with the fact they had a 1000.00 dollar deductible and we did not discount any part of it because there was no delay on our part...... Like I stated we provide a lifetime warranty for ALL of our repairs if there is any issue we will gladly stand behind the repair. Furthermore, the customer signs a copy of the final bill upon picking up the vehicle (that is standard with all customers) and it shows ALL work done.
 
 
07/21/14 - File opened customer dropping off vehicle ([redacted] 01:39 PM)
 
07/22/14 - Customer dropped off vehicle for repair ([redacted] 12:22 PM)
 
07/22/14 - Called adjuster to confirm coverage L/M ([redacted] 01:35 PM)
 
07/23/14 - Called adjuster to confirm coverage, spoke with call center cov'g confirm'd ([redacted] 10:43 AM)
 
07/23/14 - Gave file to [redacted] to handle ([redacted] 11:52 AM)
 
07/23/14 - Assigned to tech and requested teardown ([redacted] 1:10 PM)
 
07/25/14 - Vehicle torn down additional damage found notified customer additional labor supp written
                    and given to Erica Argueta to call into Infinity Ins. to request supplement ([redacted] 04:23 PM)
 
07/25/14 - Infinity supp req. line closed at 4:00pm will call in on Mon. tried but no answer
                    ([redacted] 04:42 PM)
 
07/28/14 - Call'd in supp req. into hotline they will assign to [redacted] handed file back to [redacted]
                    ([redacted] 09:12 PM)
 
07/29/14 - Supp. completed by infinity Ins. updated in system ([redacted] 09:56 AM)
 
07/29/14 - Spoke to customer explained to them the vehicle needed to be re-inspected by the insurance
                    company and therefore repairs could not be started until inspection was completed we did a
                    teardown only but we now have approval to move forward with repairs customer upset I
                    directed the owner to call Infinity with any grievences as this is their repair guidelines  that
                    we follow ([redacted] 10:29 AM)
 
07/31/14 - Spoke with owner stated why isnt their car done yet I explained to them we just recieved
                    approval on the 29th and according to the labor hours and per Infinity Insurance guidelines
                    this repair should take 7.7 business days to complete which will put us at an estimated
                   completeion date of 8/6/14 however we understand their sense of urgency for the vehicle
                   so we are trying to have completed ahead of schedule and should make it by 8/1/14
                  ([redacted] 03:13 PM)
 
08/01/14 - Info'd customer vehicle will be ready for pick up today and for them to make arrangments
                    w/front office ([redacted] 10:10 AM)

Review: My car was sent to Century Collision Center by Infiniti Insurance for repair on Monday 7/21/14 with an estimate of 5 days to complete a minor repair on my Honda Civic car. Infiniti Insurance imposes their collaborating repair centers on their customers, leaving no freedom to use other providers.

It is now July 31, 2014 and the shop still can not tell me when will my vehicle be ready for pick up. At this point I had been given 3 different days when my car was going to be ready and when I called and/or went in person, was told that my car was not ready. During the entire waiting period I have yet not received a single call from Century, whether to advise me of my car's repair status, or have the courtesy to return my numerous call; the Manager was always in meetings every time I called, refusing to speak to me, and nobody could tell me the status of my car's repair. Century's Manager also refused to share a copy of the supplemental estimate they had sent to Infiniti Insurance. I was given a copy after I demanded one. Their customer service is extremely unprofessional, with little regard for customer's needs and obligations. I have missed several days off work because of Century's incompetence, lack of communication with customer and their inability to finish the job on time, as promised. I had been without transportation to attend work for more than 10 days now. This is outrageous, considering that I only had minor repairs scheduled to be done on my car. As of today, I still don't know when will my car be ready for pick up.Desired Settlement: Refund for additional 10 days that I have missed work due to Century's inability to complete repairs on my car as promised.

Business

Response:

2012 Honda Civic

Review: My car has been in their shop since April they still have yet to fix the car, we are never updated on the status. They also refuse to give us a car rental, which I think we are entitled to due to loss of use of our car. Also when we do call which is at least 3 times a week we are put on hold for at least 30 minutes and sometimes they never even pick up the other line. We we're also told they would not lend us a rental because they are doing something about the car when in fact we we're told they would not be working on our car this week because he was going on vacation.Desired Settlement: Finish our repair, or total the car so we can just move on from this whole situation.